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Outbound Voice Campaign dials more times than allowed in the Attempt Control

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  • 1.  Outbound Voice Campaign dials more times than allowed in the Attempt Control

    Posted 08-16-2024 12:06
    No replies, thread closed.

    Hi all.

    I encounter a situation where the Campaign dials calls more than it's allowed in the Attempt Control.

    It's a fatal problem that can cost the Org many loses, so i want to share with all what cause that, so it won't happened to you.

    What Was The Problem:

    So, i opened reach out to customer care, and turned out that the Busy Call Analysis is not considered as an 

    Attempt by the Attempt Control, so, what was happening is that i had a rule set that reschedule a calls each time

    It gets the Busy Call Analysis, and because the Attempt Control Doesn't count it as an attempt the Rule set reschedule 

    The calls and the calls dialed because the earlier busy results weren't count as an attempt, so if every time we call customer A

    He just rejects the call, we get a Busy result, and we reschedule again, and customer A reject again and so on, there is no mechanism that

    Will stop that.

    How To Avoid this problem

    So, I recommend to everyone whether don't recall busy Call Analysis result or if you want to recall them you have to create a rule set that is used as a counter

    And counts how many times you got Busy result on each record, and records that reach the limit will be mark as uncallable by another Rule Set.

    I got from the Genesys Engineer that handled my case the list of System Wrap-up Codes that don't considered an Attempt by the Attempt Control, here it is:

     

    ININ-OUTBOUND-AUTOMATIC-TIMEZONE-BLOCKED

    ININ-OUTBOUND-BUSY

    ININ-OUTBOUND-CALLBACK-DISCONNECT

    ININ-OUTBOUND-CAMPAIGN-RECYCLE-CANCELLED-RECALL

    ININ-OUTBOUND-CONTACT-ATTEMPT-LIMIT-SKIPPED

    ININ-OUTBOUND-CONTACT-UNCALLABLE-SKIPPED

    ININ-OUTBOUND-DNC-AUTHENTICATION-FAILED

    ININ-OUTBOUND-DNC-SKIPPED

    ININ-OUTBOUND-INTERNAL-ERROR-SKIPPED

    ININ-OUTBOUND-INVALID-PHONE-NUMBER

    ININ-OUTBOUND-NOT-CALLABLE-TIME

    ININ-OUTBOUND-NUMBER-ATTEMPT-LIMIT-SKIPPED

    ININ-OUTBOUND-NUMBER_COULD_NOT_BE_DIALED

    ININ-OUTBOUND-NUMBER-UNCALLABLE-SKIPPED

    ININ-OUTBOUND-ON-DO-NOT-CALL-LIST

    ININ-OUTBOUND-PREVIEW-SKIPPED

    ININ-OUTBOUND-RECALL-CANCELLED

    ININ-OUTBOUND-RULE-SKIPPED

    ININ-OUTBOUND-ZONE-BLOCKED-SKIPPED

    I hope it helps.

    Best regards,


    #Outbound

    ------------------------------
    Shahar Leonard
    ITNAV-Pro Ltd.
    ------------------------------


  • 2.  RE: Outbound Voice Campaign dials more times than allowed in the Attempt Control
    Best Answer

    Posted 08-19-2024 11:44
    No replies, thread closed.

    Hello Shahar, 

    Thank you so much for sharing. This is great information for the community!

    Cheers,



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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